Cannot activate Acrobat DC Professional

[heinzelmann14872374]

Hello Adobe Support

I have a problem activating the Acrobat DC - it was activated, but suddenly it showed me "This serial number is not for a qualifying product. Please try another."

What we have done: we purchased Acrobat DC professional as an upgrade from CS6 Premium and Web. I put the serial number of the CS6 Product (which is still installed on my PC ...) into the activation box, but it refuses to accept this.

Can you help?

Thanks and best regards!

[kglad]

when you start your dc installation you will be prompted for your dc serial number.  you will then be prompted to select a qualifying product.  if your cs6 is a qualifying product, you will be able to select it and you will then be prompted for your cs6 serial number.

[Jeffrey_A_Wright]

Moving this discussion to the Installing, Updating, & Subscribing to Acrobat forum.

Heinzelmann14872374 the Acrobat DC Upgrade is for individuals who own a license for Acrobat X or XI.  Details can be found at Plans and pricing | Adobe Acrobat DC..

I would recommend canceling your order if you do not own a previous version of Acrobat.  Creative Suite 6 is a separate license and is not applicable for the upgrade pricing.  You can find details on how to cancel your order at Return, cancel, or exchange an Adobe order .

[heinzelmann14872374]

Thanks a lot Jeff. This is what I bought exactly:

Adobe Acrobat Pro DC‎

Upgrade, Windows, English, DownloadMenge: 1 Gesamt: US$199.00

I installed and activated Acrobat_2015_Web_WWMUI.exe successfully but after about two months it stopped working suddenly saying that I do not own a qualifiing product.

I own Adobe Creative Suite 6 Design & Web Premium and part of it was Acrobat X - beside of it, in the webshop it gave me this product when I wanted to buy the desktop version (without yearly plan, perpetual license) and saying that I am owning CS6 (and this is still installed and used on my computer, I wanted simply upgrade Acrobat X because it isn't supported with security patches anymore) - do you have an idea? 

[Jeffrey_A_Wright]

My apologies for the confusion Heinzelmann14872374.  Acrobat DC is looking for a license of Acrobat X or Acrobat XI specifically.  Creative Suite is considered a separate license. 

I would recommend contacting our support team directly at Contact Customer Care so that the specific software licenses you own can be evaluated to determine if you have a qualifying license.